Rebuilding Salesforce for a B2B SaaS Company That Had Outgrown Its Implementation

"We knew Salesforce was broken but we did not know how broken. Celumai found issues we had been living with for years and did not know were causing problems. The rebuild was thorough and the results were immediate."

— VP of Sales Operations, Series C B2B SaaS Platform

The Salesforce org had accumulated 340 custom fields, 89 active workflows, and no documentation. Reps maintained their own spreadsheets. Management ran pipeline reviews from exported CSVs. Forecast accuracy over 6 months was 38%.

We conducted a full org audit, decommissioned 280 redundant fields and 71 broken automations, redesigned the opportunity pipeline with stage definitions tied to actual buyer behaviour, and rebuilt forecasting using Collaborative Forecasting with custom hierarchy.

Forecast accuracy improved from 38% to 81% within two quarters. Daily active users rose from 54% to 89%. The sales ops team reduced weekly reporting time from 14 hours to 2 hours.

Is this familiar?

Salesforce challenges in SaaS & Technology — what we see most often

Businesses in SaaS & Technology running Salesforce often face the same underlying issues: data quality problems that compound over time, automation configurations that worked at launch but have not kept pace with the business, and adoption gaps that mean the CRM captures only a fraction of what it should.

The challenge is rarely the platform itself. Salesforce is capable of handling this complexity. The challenge is the implementation — the data model decisions, the integration architecture, and the process design that determine whether the platform works for the business or against it.

Celumai specialises in Salesforce implementations and rescues for SaaS & Technology businesses. If the issues described in this case study are familiar, the causes and solutions are likely similar.